• FRONTLINE EMPLOYEE PERCEIVED SUPPORT AS JOB RESOURCES AND DESIRED OUTCOMES

Mudasir Ahmad Dar, Dr. Mushtaq A. Siddique

Abstract:
Contact employees deliver the promises of the firm, create an image for the firm and sell the firm’s services. Contact employees possess several key characteristics like authenticity, competence and active listening skills. These concepts are linked with several consequences and values such as “justice”, “well-being” and “security”. Frontline employees who listen actively and are competent create favourable perception of service quality. The present study would examine the influence of contact employee support on employee work engagement and organizational performance.